Computer and phone are not working.

For Microsoft accounts, follow these steps in order:

1. If the Microsoft account is locked
   • Go to https://account.microsoft.com and try to sign in.
   • If a message says the account is locked, follow the on-screen steps to get a security code sent by SMS.
   • Any phone that can receive text messages can be used; it does not need to be already on the account.
   • Enter the code, then create a new strong password if prompted.
2. If the username/password stopped working
   • Use the Recover your account flow: https://account.live.com/password/reset
   • Enter the email, phone number, or Skype name used to sign in.
   • Choose where to receive the security code, select Next, then Send code.
   • Enter the code, then set a new password.
   • If the message "We couldn't find an account with that username" appears, try any other alias or phone number that might be on the account.
3. If verification codes are blocked or not arriving
   • When prompted for security info and you no longer have access to the listed phone/email, select I don't have any of these and follow the prompts to update backup security info.
   • If you see messages like "Try another verification method" or hit usage limits, stop trying repeatedly and wait at least 24 hours (up to several days) before trying again. Repeated attempts can extend the block.
   • Try from a different browser, InPrivate/Incognito window, or a different network (for example, switch from Wi‑Fi to mobile data).
4. If completely unable to sign in
   • Use the Microsoft account sign-in helper to diagnose the issue and get available options: use the Sign in or Sign-in helper links provided in the articles below.
   • If still blocked, fill out the account recovery form as guided in the support articles and wait for the automated review. Do not submit multiple forms in a short time, as this can slow down processing.
5. If this is a work or school account with two-step verification
   • If the phone/email shown for verification is not recognized, confirm the correct sign-in address and domain (for example, .com vs .co.uk).
   • If still incorrect, follow the recover your account guidance in the article below.

For Apple and non-Microsoft email accounts, use their own recovery pages and support channels; Microsoft support and tools can only help with Microsoft accounts.

References:

• Microsoft account has been locked
• My username and password have stopped working
• Troubleshoot Microsoft verification code issues
• Common problems with two-step verification for a work or school account
• Locked out of my Outlook account and recovery options not working - Microsoft Q&A
• I need to speak with a real person and it seems impossible. - Microsoft Q&A